Ask a Librarian Live:

Virtual Reference at the

University of Saskatchewan Library

Presenters: Vicky Duncan & Angie Gerrard

• Brief History of Project

• Software

• Mission & Scope of Service

• Staffing

• Training

• Marketing

• Statistics

• Future Developments

Ask a Librarian Live Project

Why Virtual Reference?

• Defined as the “synchronous exchange of information between library reference staff and patrons, using online chat software”

• Stephen Abram at Netspeed 2001 spoke about the need to “be where our patrons are”

• Health Sciences Library trialed “HumanClick” software July 2002

Implementing System Wide

• In December 2002 we were tasked with implementing library wide

• Throughout 2003 interested library staff formed a Virtual Reference Taskforce

• Discussed key issues such as staffing, software, scope of service etc.

• Much of 2003 was spent on software selection

Selection of Software

• Tried to find a single solution for the Library and the University I.T. Division

• Primary requirement was no patron download

• 4 packages were trialed:– E-Care from Netopia– LSSI (now called Tutor.com)– 24/7– QuestionPoint (OCLC)

The Winner!

• LSSI

– no patron download required– intuitive interface– attractive pricing (recently restructured)– good customer and technical support– compatibility with EZ Proxy– but….changes are coming!

Mission & Scope of Service

• “To assist patrons in using online resources and to answer questions about the Library and its policies and procedures, at point of need”

• Emphasis will be on teaching

• Service is open to everyone, but we strictly adhere to online licensing agreements

• Offered Mon-Fri 10am-4pm (except holidays)

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Patron Survey

Patron Links

Types of Questions Received (July 1 – Oct 31, 2004 & Jan 1 – April 20, 2005)

Patron Status(July 1 – April 20)

Questions?

Vicky.Duncan@usask.ca

Angie.Gerrard@usask.ca